Return & Exchange Policy 

In this Returns & Exchange Policy, references to "Infa Group NZ", "us", "we" or "our" mean Infa Group NZ Limited (company number 6921094), unless otherwise defined.  

1.1 Returns Policy (change of mind) 

We understand that sometimes you may wish to return a product you have purchased from us. 

If you are returning the item(s) because you have changed your mind, any postage charge is payable by you (customer). Infa Group NZ will offer you a credit note or refund using your original payment method provided that at our discretion: 

• You return the product within 30 days of purchase; 
• You have clear proof of purchase (your order email from us for example); 
• The product and packaging are in its original condition including manuals and accessories; 
• The item is in re-saleable condition for example original packaging, tags and labels are still attached, unopened/unused. 

Our Change of Mind policy excludes the following items:  

• Mattresses if removed from their original packaging; 
• Clearance items marked as clearance 
• Seconds units 
• Any item that has clearly been damaged or used at any point 

Infa Group NZ reserves the right to make changes to its ‘Change of Mind’ policy at any time, and reserves the right to refuse a refund or store credit if the above criteria is not met. 

1.2 Manufacturing defects 

Nothing in this policy affects any rights or remedies you are entitled to under the Consumer Guarantees Act 1993 (New Zealand) or any other law.   

• Subject to the above, products with a manufacturing defect can be returned to the retailer from whom the product was purchased or Infa Group NZ.  
• If you are experiencing an issue with your Infa Group NZ product, please reach out to our customer care team on +61 1300 92 4632. 

Returned items will be inspected by our Customer Care team upon return and if suitable, approve the return and process your refund based on your original purchase price, unless specified otherwise in writing.  Subject to the requirements of the Consumer Guarantees Act 1993 (New Zealand) or any other law, your refund amount will include amounts paid by you for the approved returned items.  Infa Group NZ will endeavour to process your refund within 14 days of receipt of your item. 

Please do not return or post items before obtaining instructions from us – if you do, there is a risk that your returned item may not be identifiable and your returns may not be accepted. 

2. 2. Order Cancellation

You may cancel your order within 24 hours of it being placed, provided your order has not already been shipped by our warehouse. If your order is shipped, it cannot be cancelled, and a returns process will need to take place. 

Please call our Customer Care team on +61 1300 92 4632 or email customercare@infa.com.au 

Note: where possible, a phone call to our Customer Care team is preferred for cancelled orders due to response times. 

3. 3. Damaged or Incorrect Product delivered

We apologise for any inconvenience this may cause. Infa Group NZ will resend the correct item to you as soon possible. Please contact our Customer Care team on +61 1300 92 4632 or email customercare@infa.com.au for assistance on this. 

4. 4. Return postage charges

Items to be returned by post are your (the customer) responsibility until they reach our Customer service team, please ensure items are securely packaged. (Various New Zealand courier services  allow tracked couriers). Items will be assessed and refunds (in the original payment method) will be processed in accordance with our policies within 7 days of receipt. 

DELIVERY INFORMATION 

Infa Group Pty Ltd (“we” and “us”) is the operator of https://infasecure.co.nz and https://grotime.co.nz/ (the “Website”). By placing an order through the Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service. 

1. General

We endeavour to have every item listed in our store in stock but in the event that items are out-of-stock at the time your order is placed, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund. 

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.  This price will be the final price for shipping cost to the customer. 

3. Delivery times

We endeavour to dispatch your order within 2 business days of it being placed (excluding clearance/sale items) unless the item/s are unavailable. The delivery option you choose indicates how fast the parcel should arrive to you once your order has been shipped from our warehouse, not the speed your order is processed. 

Definite delivery time frames cannot be supplied and any indication we provide as to delivery times are subject to delays resulting from postal delays or force majeure for which we will not be responsible.   

For the orders dispatched to addresses in New Zealand, please use the tracking link we provide (see paragraph 5 below) for updates on delivery.   

Our warehouse operates Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. 

4. Change Of Delivery Address

When your order is placed, your order is automatically forwarded to our warehouse for fulfilment and shipment. For change of delivery address requests, we can request to change the address at any time before the order has been dispatched, however we cannot make any guarantees as this will depend on the status of your order within our warehouse. 

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. 
 
We are unable to nominate a delivery date & time. 

6. Parcels Damaged In Transit 

If you find that a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service.